Programming/data sets via a data-communications server

ABSTRACT

Certain aspects of the disclosure are directed to programming of a data-communications system. According to a specific example, a data-communications (e.g., VoIP) server is configured to identify, in response to received calls from endpoint devices, a set of scripts written in a programming language that includes call flow commands. The server is further configured to execute the set of scripts to retrieve data from the data sources and control, in response to the data, call flow for the calls.

OVERVIEW

Voice over Internet Protocol (VoIP) use has allowed individuals to maketelephone calls using broadband Internet connections in place oftraditional telephone lines. A VoIP endpoint device can use a broadbandInternet connection to connect to a VoIP server that is managed by aVoIP service provider. The VoIP server can handle call routing andprovide other VoIP services for the VoIP endpoint device.

Some VoIP providers customize their services for different customers.This might include customizable auto attendants, call routing, callforwarding, voicemail, or other features. For particularly large clientswith many different telephone accounts and numbers, implementing andupdating these types of customizations can be a significant undertaking.

The use of VoIP telecommunications services has been widespread andsignificant in terms of both numbers of users and types of servicesbeing made available. This growth may be attributable to any of a widevariety of socio-economic changes such as the mobility of users of theseservices, the types and reduced costs of portable telecommunicationtools, and the ever-evolving technology adapting to the personal andbusiness needs of the telecommunications users.

For business entities, the increased use of VoIP telecommunicationsservices has been particularly complex, largely due to providing thesame level of personal features to users from the vantage point of eachbusiness entity's telecommunications platform. As examples, a VoIPtelecommunications service provider such as 8×8, Inc. can be providingsuch VoIP services to a multitude of business entities each of whichuses the provided services for a customized platform configured toprovide telecommunications services to a wide range of employees. Foreach such customized platform, it can be particularly burdensome for theVoIP telecommunications service provider to adjust and reconfigure thecustomized platform (of each respective business entity to which suchservices are being provided) each time a business entity (e.g., asrequested by the entity's IT department, employee(s) or changes in termsof the employee's communications equipment/endpoint devices.

SUMMARY

Various example embodiments are directed to issues such as thoseaddressed above and/or others which may become apparent from thefollowing disclosure concerning systems and methods for using VoIP callcontrol for customizable and readily configurable incoming call routingand/or related telecommunications services.

Embodiments are directed toward methods for use in telecommunicationssystems employing a VoIP server operated by a telecommunicationsprovider, where the VoIP server is on the VoIP provider side such as8×8, Inc. use to provide VoIP services to a multitude of cliententities. In such contexts, the VoIP server may be referred to as a VoIPprovider server. In such systems, the VoIP server includes one or morecomputer processor circuits (configured with access to databases storedin memory circuits) and configured to act as a telecommunicationscall-control engine for routing, processing calls and/or providingrelated telecommunications services on behalf of client entities. Suchclient entities may be exemplified respectively as the above-notedbusinesses with employees ranging in number from just a few tothousands, and being located/mobile for communications services in anyof a multitude of venues.

In these embodiments, such methods use the call-control engine toprovide such telecommunications services by receiving VoIP telephonecalls from VoIP endpoint devices, and identifying client-specific setsof control data (e.g., providing directives or commands with callprocessing data) written in a firstinstruction-configurable/programmable language that is associated with amessage exchange protocol that is used between the VoIP call routingserver and data sources. Examples of such client-specific sets ofcontrol data may include other forms of code providing data and/orinstructions over an interface facilitating communication between thetelecommunications provider and the VoIP endpoint devices. Such methodsexecute the client-specific sets of control data to make decisions onhow to route calls placed by the VoIP endpoint devices, and to identifya set of instructions (written in a secondinstruction-configurable/programmable language) associated with therouting decisions. The first and second programmable languages may besimilar, in that both languages are derivatives of a same type ofprogrammable language, but the first and second programmable languagesmay differ in terms of content and use. The first programmable languagemay identify call processing directives provided to thetelecommunications provider by the client entity, whereas the secondprogrammable language may identify call routing directives as providedby the telecommunications provider. The first and second programminglanguages are related languages, whether indirectly or directly relatedvia at least one level of translation. For example the first and secondprogramming languages may include or be analogous to, CP++, compiled toassembly/object level code, and a converted to higher-level programminglanguage, among other languages or sets of instructions. Such methodsexecute the set of instructions to retrieve data from the data sourcesmaintained by the telecommunications provider, and provide, in responseto the data, call control functionality for the VoIP calls placed by theendpoint device.

In accordance with certain aspects of the present disclosure, acommunications system and/or aspects thereof are directed to a VoIPserver operated by a VoIP provider. The communications system includesone or more computer processor circuits coupled to memory circuits andconfigured to provide a call control engine, where the call controlengine is configured to receive VoIP telephone calls from VoIP endpointdevices. The one or more computer processor circuits are configured toidentify, in response to the VoIP telephone calls, a set of multi-levelscripts written in a programming language that includes call flowcommands and a message exchange protocol between the call control serverand data sources. The one or more computer processor circuits areconfigured to execute the set of multi-level scripts to retrieve datafrom the data sources, and control call flow for the VoIP calls inresponse to the retrieved data.

These aspects include, for example, client endpoint devices and,respective to each (different and disparately-situated)subscriber/client entity, one or more client computer servers and/orclient computer engines. Connectivity between each subscriber/cliententity and VoIP server(s), operated by a VoIP communications serviceprovider, can be facilitated by a message exchange protocol which isdirectly or indirectly used by both the VoIP communications serviceprovider and its clients (or client entities) in order for the clientsto readily and routinely update their customizable and client-specificVoIP communications services, without burdensome manual configurationchanges at each instance of a change in the client's VoIP communicationsneeds (e.g., whether the client needs concern call routing such asadding a new extension lines for a franchise/branch office or concerndata processing issues such as effecting a client's regional-voicemailchanges for 1-800 call-processing implementations).

In accordance with one such example, aspects of the instant disclosureare exemplified in the form of a method as operated by a client computerengine for use with such a VoIP server. As indicated above, the VoIPserver provides VoIP communications services to a plurality of differentand disparately-situated client computer engines respectively operableon behalf of different and disparately-situated client subscribers ofthe VoIP service provider. The method is operable by one such clientcomputer engine. Each of the VoIP server and the client computer engineinclude one or more computer processor circuits coupled to memorycircuits and configured to provide call control information forcommunicating data on behalf of VoIP endpoint devices associated withthe client computer engine. The method includes at least the followingsteps: (i) Configuring the client computer engine with routing-decisioninformation and call-processing data. With this step, therouting-decision information and call-processing data are specific toneeds of the client, with the client computer engine being configuredspecifically for the needs of the client. (ii) In response to the VoIPtelephone calls, generating data/call-routing commands from aprogramming language for communicating from the client computer engine,in accordance with a message exchange protocol, to the VoIP server,wherein the data/call-routing commands and the programming language aredefined by a VoIP communication platform for the VoIP server to effectrouting decisions and communicate data for the VoIP calls/callers. Therouting decisions and the communicated data are specific to the clientas configured within the client computer engine. (iii) Using thedata/call-routing commands in communications to the VoIP server, inaccordance with the message exchange protocol, to convey changes orupdates of the routing-decision information and call-processing data,wherein the changes or updates of the routing-decision information andcall-processing data are also specific to needs of the client.

In a more specific example, the above method includes responding to thechanges or updates of the routing-decision information andcall-processing data being conveyed to the VoIP server, by monitoringcommunications from the VoIP endpoint devices and validating the changesor updates.

The above discussion/summary is not intended to describe each embodimentor every implementation of the present disclosure. The figures anddetailed description that follow also exemplify various embodiments.

BRIEF DESCRIPTION OF THE FIGURES

The disclosure may be more completely understood in consideration of thefollowing detailed description of various embodiments of the disclosure,in connection with the accompanying drawings in which:

FIG. 1 is a diagram for a system that uses a high-level programminglanguage for call control operations, consistent with embodiments of thepresent disclosure;

FIG. 2 is a block diagram of a call control engine with high-levelprogrammable language logic for two different languages, consistent withembodiments of the present disclosure;

FIG. 3 is a block diagram showing a hierarchy of programmable languagedocuments, consistent with embodiments of the present disclosure;

FIG. 4 is a block diagram that shows multiple conceptual layers in acall control system, consistent with embodiments of the presentdisclosure;

FIG. 5 is a block diagram showing interconnections to a call routingswitch, consistent with embodiments of the present disclosure; and

FIG. 6 is a flow diagram for a call routed by a call control engine,consistent with embodiments of the present disclosure.

While various embodiments are amenable to various modifications andalternative forms, specifics thereof have been shown by way of examplein the drawings and will be described in detail. It should beunderstood, however, that the intention is not to limit the disclosureto the particular examples and embodiments described. On the contrary,the intention is to cover all modifications, equivalents, andalternatives falling within the spirit and scope of the disclosure.

DETAILED DESCRIPTION

Aspects of the present disclosure are believed to be applicable to avariety of different types of apparatuses, systems and methods involvingrouting incoming calls relative to a receptionist. In certainimplementations, aspects of the present disclosure have been shown to bebeneficial when used in the context of providing VoIP communicationsservices. While the present disclosure is not necessarily limited tosuch VoIP communications systems as described herein, for purposes offacilitating understanding and appreciation of certain embodiments, thefollowing discussion uses such VoIP-based services and systems in thecontext and on behalf of telecommunications platforms of client entitieswhich subscribe to such services from a VoIP telecommunications serviceprovider (with a server).

In the following description, various specific details are set forth todescribe specific examples presented herein. It should be apparent toone skilled in the art, however, that one or more other examples and/orvariations of these examples may be practiced without all the specificdetails given below. In other instances, well known features have notbeen described in detail so as not to obscure the description of theexamples herein. For ease of illustration, the different diagrams canrefer to the same elements, more specific embodiments, or additionalinstances of the same element. Also, although aspects and features mayin some cases be described in individual figures, it will be appreciatedthat features from one figure or embodiment can be combined withfeatures of another figure or embodiment even when the combination isnot explicitly shown or explicitly described as a combination. For easeof explanation, some examples may be primarily described with referenceto VoIP communication servers configured to provide VoIP communicationservices for endpoints of a plurality of different client accounts. Itis understood that the various examples may be adapted for use withcomputer servers configured to provide various other remote services,including, but not limited to: website hosting, remote data storage,remote computing services, virtual computing environments, enterprisecommunications, virtual contact center, and other services.

While the present disclosure is not necessarily limited to suchembodiments, certain embodiments are disclosed and/or illustrated inconnection with cloud-based data centers that provide a PaaS that isbuilt upon a system that provides VoIP telephone service. Variousembodiments are directed to VoIP telephone service that includes aprivate branch exchange (PBX). A PBX is a telephone system that switchescalls between enterprise users on local lines while allowing all usersto share a certain number of external phone lines. External phone linesare telephone lines that are supported by telephone carriers as beingindividually addressable within the public switched telephone network(PSTN). For example, a PBX can use extensions to direct calls to manyphones after a caller first makes a call to a shared number. As anotherexample, a PBX can provide Direct Inward Dialing (DID). DID is a servicewhere a telephone carrier provides a block of telephone numbers that areeach routed to a PBX system rather than to individual telephone lines.Using DID, individual phone numbers can be provided to each person orworkstation without separate physical lines into the PBX for eachpossible connection.

According to embodiments, a PaaS can provide a user with access to,among other things, telephone call routing control, PBX functions,computer telephony integration (CTI), and data analytics. Embodiments ofthe present disclosure are directed toward an interface that allowsusers of the PaaS solution to access VoIP telephone capabilities of theunderlying system, including its hardware and software components, whilemaintaining the integrity and security of the underlying system.Particular embodiments are directed toward a PaaS solution that allowsfor VoIP call flow control to be controlled, while also providing theability to interface with data sources that are either part of theunderlying system or external to the PaaS solution.

The ability to access the underlying VoIP services, including callrouting and call control engines, can provide a platform that is bothflexible and simple to implement from the viewpoints of both the VoIPprovider and the customers of the VoIP provider. The PaaS solution canbe configured to modify and control the call flow and processing at alllevels within the system, including (re)routing of incoming calls todifferent iPBXs (Internet Protocol Private Branch Exchange or a PBXconfigured to effect telecommunications over the Internet). Whencompared to an add-on type service where a call is first handled by aseparate iPBX, the PaaS solution may offer a number of advantages andadditional features including, but not limited to, increased callrouting capabilities, scalability, and reduced complexity. For instance,access to iPBX functions allows for simple call redirection toextensions or DID numbers provided by the iPBX. Moreover, the PaaSsolution coordinates and routes calls between multiple iPBXs using aninitial call routing switch. Calls initially routed to a particular iPBXcan still be rerouted to a different iPBX using the initial call routingswitch.

The VoIP servers providing the underlying function for the VoIP systemcan be configured to utilize a programmable (or configurable)communication protocol such as a high-level, domain-specific programminglanguage as might be implemented with respective VoIP servers providingVoIP call routing and IP PBX functions on respective sides of aninterface configured to facilitate the communications via the definedprotocol. A particular example of a VoIP server may use sessioninitiation protocol (SIP) to handle various call functions (e.g., callsetup and tear down). However, the various embodiments discussed hereinare not necessarily limited thereto. Consistent with the above and inother embodiments disclosed herein, the VoIP servers can be configuredto establish a leg of the call from the VoIP endpoint devices (or dialpeers) to another VoIP endpoint device or to endpoints on the PSTNthrough use of a VoIP-PSTN gateway.

According to more specific example embodiments, a high-leveldomain-specific programmable communication protocol (e.g., specific tocustomer-entity domains) uses one or more languages which are definedusing a markup language as the basis for the language structure.Particular implementations relate to the use of at least twodomain-specific languages, one that can be used for initial call routingand the other for providing more complex and specific call processingfunctions. More particular example embodiments use an eXtensible MarkupLanguage (XML). An XML model defines the constraints on the high-levellanguage, including defining the set of valid commands that can becarried out by the VoIP servers. Within these constraints, a customercan write XML code that self-describes the building blocks or particularconfigurations used in the customer's particular application. Forinstance, a common set of instructions, written in the high-levellanguage (e.g., an XML language) may be provided by a VoIP provider toclient entities. The common set of instructions may form a template tobe populated with client-specific directives, the populated templateforming client-specific sets of control data that instruct the VoIPprovider how a particular client entity is to be configured for variousVoIP services. In such a manner, the VoIP provider may provide alightweight and simplified set of instructions to client entities, andclient entities may provide the VoIP provider with instructions tocustomize the virtual office services for that particular client entity.XML also allows for various different data structures to be embeddedinto the XML document or file. For example, a script written inJavaScript can be embedded as character data that the VoIP servers areconfigured to identify and execute. Unless otherwise stated, the use ofXML in connection with various embodiments does not necessarily limitthe corresponding embodiments, such as limiting the embodiments to theuse of only an XML-based language(s). As used herein, suchdomain-specific programming language(s) are referred to as high-levelmarkup languages (e.g., XML, derivative languages or XML-typelanguages).

Various examples of such XML derivative languages are exemplified inU.S. patent application Ser. Nos. 15/377,778 and 15/377,797 filed onDec. 13, 2016, and entitled “Region-based connecting of calls usingclient-specific control and provisioned numbers” and “Region-basedbridging of calls using client-specific control and revised calleridentifiers” (respectively) which are fully incorporated by referenceherein. In certain example VoIP applications, two XML-type languages areimplemented as a call processing XML and a call routing XML,respectively as XML derivative languages corresponding to XML butcustomized for processing VoIP calls on the side of the interfaceoperating on behalf of customer entities and on the other side of theinterface for higher level processing (including, for example, callrouting) by the VoIP service provider. For further application-specificexamples of such XML-type customization, reference may be made todiscussion of client-specific sets of control data and set ofinstructions as disclosed in U.S. patent application Ser. Nos.15/377,778 and 15/377,797. Such XML derivative languages can be writtenspecific to types of functionality as needed for various customerentities, thereby allowing developers to program call processing logicor service execution logic with both XML building blocks andJavaScript/TCL, or other scripting languages best suited to levels(e.g., in terms of quantity range) of a customer's endpoint devicesand/or in terms of complexity of the VoIP-based media functionality andevolving demands expected by a customer. In certain implementations, XMLderivative languages allow VoIP customer developers to program andintegrate VoIP call flow (e.g., as provided by a cloud-based VoIPservice) with customer or third party application servers and databases.In particular, the call flow can include a connection that is used aspart of call routing decisions and call processing options that arerelated to one or more receptionists that can answer calls to a group ofendpoint devices. The system allows different levels of call controllogic to be implemented in a manner that can facilitate scalability ofthe system of large organizations with many endpoint devices and/orend-users and with complex organizational structures that havecorresponding complex call routing requirements.

For ease of discussion, various embodiments are discussed in terms ofXML, and more particularly, XML derivative languages. The skilledartisan would appreciate that each such XML-type embodiment is notnecessarily limited to XML, XML derivative languages, or variants ofXML. The corresponding directives, control and relatedtelecommunications data can be provided in documents corresponding toother languages and/or communications protocols; for example, one suchprogramming language can be used for initial call routing and anotherprogramming language can be used for providing more complex and specificcall processing functions. For more general information regardingimplementation and control relating to such client-directedtelecommunications services (and more specificallyinterface/communications implementations), reference may be made to U.S.Patent Application Ser. No. 62/353,971 filed on Jun. 23, 2016, andentitled “Client-Specific Control of Shared TelecommunicationsServices”, U.S. patent application Ser. No. 15/240,391 filed Aug. 18,2016, and entitled “Client-Specific Control of Shared TelecommunicationsServices”, U.S. Patent Application Ser. No. 62/353,977 filed Jun. 23,2016, and entitled “Client-Specific Control of Shared TelecommunicationsServices”, and U.S. patent application Ser. No. 15/240,457 filed on Aug.18, 2016, and entitled “Client-Specific Control of SharedTelecommunications Services”, which are fully incorporated by referenceherein. As discussed above, instead of or in combination with suchXML-type languages, these other implementations may be realized as beingsuitable for serving telecommunications with different size and/orcomplexity metrics as needed to provide adequate telecommunicationsservice to customer entities.

According to particular embodiments, an XML engine can respond to acall, or other event, by sending requests to a web server and get XMLderivative documents (e.g. a set of instructions) for processing(providing a set of directives or instructions for taking action),thereby operating in a stateless manner that is similar to how anInternet browser, or similar interface uses Hypertext Markup Language(HTML). The XML engine can interpret a received XML derivative documentto identify XML building blocks that are then rendered (i.e., executed).Each building block can define logic relating to one or more functions,such as for voice, call control, and flow control logic. The XML enginemay also execute other types of code, such as JavaScript, to createdynamic content (e.g., dynamically generated XML-derivative) forclient-side flow control. Each XML derivative document may have uniformresource identifier (URI) links to a web server for iterativeprocessing, or it may include query requests for retrieving data fromvarious sources of data. A query could be formatted for consistency withthe source of the data (e.g., by using JavaScript Object Notation (JSON)to retrieve data from third party application servers or from the VoIPserver provider's cloud database). This information can then be used todrive call flow or call control functionality and decisions.

According to various embodiments, the high-level programming languageallows a programmer access to the PaaS solution by way of a controlledand limited set of call control operations and functions. Thelimitations on the operations can be particularly useful for allowingprogramming control to be placed into the hands of different customersof the provider of the VoIP servers. For example, the provider canupdate or make other changes to how the VoIP servers are configuredwithout requiring modification to documents written to use thehigh-level language, which might otherwise be required to account forthe changes. Moreover, the VoIP servers and their data can be protectedfrom poor programming decisions (intentional or otherwise) by tightlycontrolling the extent that the documents provide control of or accessto the inner workings of the VoIP servers.

As applicable to routing decisions relating to receptionists, anincoming call can be processed according to an XML document withinstructions (e.g., client-specific sets of control data) fordetermining whether calls route to a receptionist, directly to a calledendpoint device, or are routed and processed in some other manner. As anexample, the XML document could include a set of global rules fordetermining how to handle calls to endpoints of a customer (e.g., alarge business with many individuals and corresponding endpointdevices). XML documents can also specify local rules for routing calls(e.g., to endpoint devices, voicemail, auto call attendants), orotherwise processing the call. The local rules might be used if globalrules specify that the call is not routed to a receptionist, or if thereceptionist rejects or forwards the call on. Each of the local andglobal rules can be driven, at least in part, by data retrieved from adata source, such as a client server or database. As an example, theglobal rules could access a customer database that includes lists ofcaller IDs that are handled differently. The call routing VoIP serverdoes not need to have direct access to the lists of caller IDs (whichmight be confidential lists and thereby represent a security risk ifshared directly with the VoIP server). Rather, the VoIP server can senda query that includes a specific caller ID number of an incoming call.In response to the query, information can be provided that indicates howto process the call (e.g., whether to route the incoming call to areceptionist or directly to the dialed endpoint device).

Consistent with certain embodiments, the VoIP servers can be configuredto allow for complex hierarchal solutions that can improve scalabilityof the system. For example, call control decisions that are sharedbetween certain groups of accounts can share a common set ofinstructions that can be updated once for all of the groups. The set ofinstructions can link to other documents that are specifically tailoredto individual accounts in order to provide individual customizableoptions. In such a manner, the first programming language can provide afirst level of documents that are used by all VoIP endpoint devices in agroup, whereas the second programming language can provide a secondlevel of documents used by a subset of the VoIP endpoint devices.

In various embodiments, the high-level programming language and the VoIPservers that execute the high-level programming language can beconfigured to interface with other sources of data and control. This caninclude, for example, flow control decisions that are based upon coderunning on the client side or on the server side. As non-limitingexamples, a client side computer system could run code that is writtenusing JavaScript or TCL while a server-side computer system might runcode that is written using PHP, NodeJS, Python, Scala, Ruby, .Net, orother web languages. For example, a customer can write JavaScriptapplications that are configured to receive call event notificationsfrom the VoIP servers and to generate XML responses that are providedback to the VoIP servers. In some instances, the code can be configuredto dynamically modify the XML content of the documents for each callinstance.

In some embodiments, the high-level programming language can includecommands that allow queries be sent to various databases, whether thedatabase is controlled by the client or VoIP provider. The high-levelprogramming language can also allow for calls to web-based (e.g., HTML)servers or to APIs of the VoIP provider or client.

Consistent with certain embodiments, the call control engine andhigh-level programming language provide interface options that allow forauthorization and authentication services to be accessed and used aspart of the call control functions. For example, the high-levelprogramming language can be used to direct the call control engine toaccess an authentication server that performs verification (and grant)of access rights for certain databases or services.

According to embodiments of the present disclosure, the VoIP servers canbe configured to use different high-level programming languages fordifferent functions, where each programming language has a different setof commands. For example, a first high-level programming language can beused to create documents that control call routing decisions for highvolumes of call traffic, as might occur at the edge of a VoIP provider'ssystem. These call routing decisions can, for example, identify aparticular branch office or an iPBX of a particular customer. Theidentified iPBX might then have additional documents written tocommunicate using a second high-level programming language that istailored toward more specific call processing capabilities that might beassociated with a particular account or another identifiable grouping.The distinction between the two programming languages can beparticularly useful in terms of improving the scalability of the system.For instance, the language used for call routing decisions can berelatively light weight, with fewer commands and capabilities. Inparticular implementations, the first (call routing) language cancontain a subset of the commands available in the second (callprocessing) language.

Various embodiments of the present disclosure are directed toward VoIPservers that are designed to provide options for dynamically updatingand accessing documents using the high-level programming language. Forinstance, the VoIP servers can be configured to facilitate uploading ofnew documents as desired by a customer using an interface to the system.The interface can be configured, as an example, to allow a customer tologin and replace or modify the existing client-specific sets of controldata.

Consistent with some embodiments, there can be multiple levels ofclient-specific sets of control data and scripts for a particular cliententity. For example, a first template document (e.g., a first set ofclient-specific control data) might specify call processingfunctionality for an entire company. A second set of template documents(e.g., a second set of client-specific control data) could be used at acountry level. For instance, one template document can be used for theUnited States and one template document can be used for Canada. A thirdset of template documents (e.g., a third set of client-specific controldata) could then be used for each branch or store of the company.Finally, individual documents could be used for each individual account.The shared, higher-level documents can be updated once for a potentiallylarge number of individual accounts, while still providing a level ofindividual configurability for each of the accounts. Moreover, the levelof the template document in the hierarchal solution may be identifiedbased on an identifiable characteristic of a particular VoIP call. Forinstance, a call routing decision can identify a customer account, and aparticular level of XML derivative language document(s) can beidentified, based upon the customer account.

Turning now to the figures, FIG. 1 is a diagram for a system that uses ahigh-level programming language for call control operations, consistentwith embodiments of the present disclosure. In connection with thesespecifically-illustrated examples, VoIP endpoint devices 104, 106, 108,and 110 are configured to place and receive VoIP telephone calls betweenother VoIP endpoint devices, and also between non-VoIP endpoint devices(not depicted). The depicted examples of non-VoIP endpoints devicesinclude plain old telephone service (POTS) telephones andcellular-capable devices, which might also be VoIP capable (e.g., smartphones with appropriate VoIP software applications). The variousendpoint devices include circuitry that is specially configured toprovide calling functions that include interfacing with the appropriatecircuitry of the call service provider used by the correspondingendpoint device. In many contexts a VoIP-endpoint device is aVoIP-capable telephone commonly referred to as IP phones. TheVoIP-endpoint devices can include, but are not limited to, desktopcomputers, mobile (smart) phones, laptop computers, and tablets. Wheneach of the endpoint devices originates or receives a call in atelephone network, each can be characterized or referred to as anaddressable call endpoint or a dial peer.

The call routing and other services for the VoIP telephone calls can beprovided by one or more VoIP servers within the cloud-based system 118(e.g., configured to provide a PaaS to customers of the VoIP provider).In particular example embodiments, the VoIP servers can be locatedwithin one or more data centers 120, 122, which are part of a cloudservices system 118. The data centers can be, for example, part of acloud-based system 118 where the hardware providing the cloud servicesis located in a number of different data centers with different physicallocations. Consistent with embodiments, the cloud services can includeSIP servers, media servers, and servers providing other services to bothVoIP endpoint devices and the users of the VoIP endpoint devices. Insome instances, the various servers, including both the VoIP Servers anddata analytic servers discussed herein, can have their functions spreadacross different physical and logical components. For instance, acloud-based solution can implement virtual servers that can share commonhardware and can be migrated between different underlying hardware.Moreover, separate servers or modules can be configured to work togetherso that they collectively function as a single unified server.

A particular example of a VoIP server uses session initiation protocol(SIP) to handle various call functions (e.g., call setup and tear down);however, the various embodiments discussed herein are not necessarilylimited thereto. Consistent with the above and other embodimentsdisclosed herein, the VoIP servers can be configured to establish a legof the call from the VoIP endpoint devices (or dial peers) to anotherVoIP endpoint device, or to a gateway.

According to various embodiments, one or more data analytics servers canmonitor and analyze call data relating to the VoIP servers and VoIPendpoint devices. For example, a data analytics server can be designedto track call statistics about various different call-relatedparameters, such as call duration, call date, call time of day, calledparties, endpoint devices, selected data centers, selected carriers,dropped calls, transferred calls, voicemail access, conferencingfeatures, and others. The high-level programming language(s) and theVoIP servers executing the languages can access the call summary metricsand the data analytics, which can be stored in a provider database 124.For example, a script running the VoIP server could parseclient-specific sets of control data to generate database queries thatdirect the VoIP server to query, or subscribe to, call length summariesfor all calls made to endpoints that are registered with the VoIPserver. The script could then use the information to control how callsare routed as well as how different (customer or provider) services areinvoked. According to various embodiments, the database queries could besent to a customer database 102.

Consistent with certain embodiments, the VoIP server can be configuredto interface with customer servers 112 or even with third party servers114. For instance, client-specific sets of control data stored by thecloud-based system 118 can identify, based upon a received call, aUniform Resource Identifier (URI) that points to customer servers 112 orto a third party server 114. Data provided from these servers, e.g., inthe form of client-specific sets of control data, can be used to specifycall routing, or other functions.

FIG. 2 is a block diagram of a call control engine with high-levelprogrammable language logic for two different languages, consistent withembodiments of the present disclosure. When an incoming call is receivedby the call control engine 202, the call can first be handled by a callcontrol switch 204. The call control switch 204 can be configured toreceive and process a set of instructions that define how the call issubsequently routed. As discussed herein, the set of instructions can bewritten in a first programming language which provides limited access tothe call routing control logic of the call control switch 204. The setof instructions can be provided by the VoIP provider through aninterface 208, which provides the set of instructions to a call routinglogic plugin 206. The call routing logic plugin 206 can parse andexecute the set of instructions while providing a controlled access tothe functions of the call control switch 204.

According to various embodiments of the present disclosure, the set ofinstructions provided by the VoIP provider, include a limited set ofcommands to the call routing logic that allows a customer to define howa call is initially routed. Maintaining the set of instructions as alimited set of simple building block commands can help with theefficiency of the call control switch. For example, the call controlswitch 204 can be located at the perimeter of the VoIP provider'srouting network, which implies that it may be required to handle a largevolume of VoIP telephone calls. The efficiency in processing the largevolume of calls can have a significant impact on the performance of thesystem.

Consistent with various embodiments, the set of instructions specify afirst level of call routing and simple call processing that are carriedout by the call control switch 204. For example, a call control switch204 may provide call routing options for multiple branch offices orlocations and for multiple iPBXs that support the branch locations. Eachbranch and iPBX may have multiple customer (user) accounts associatedtherewith. The set of instructions can be used to determine the routingfor a call by identifying a particular branch location, a particulariPBX and particular VoIP customer account to use in subsequent callprocessing and routing. The initial routing decision is indicated by thearrow labelled as “account selection,” which shows the passage ofcontrol to a call processing engine 212.

The call processing engine 212 can be configured to identify and executeadditional instructions that can be selected based upon the identifiedaccount, or upon similar identifying information, as provided by thecall control switch 204. As discussed herein, these instructions (e.g.,client-specific sets of control data) can be written in a secondprogramming language which provides access to the call flow controllogic of the call processing engine 212. In certain embodiments, theclient-specific sets of control data can include commands that supportcontextual call routing and advanced call services. The client-specificsets of control data can be provided by a customer using an interface216, which provides received client-specific sets of control data to acall flow control logic 214. In particular implementations, theinterface 216 is configured to allow a customer to upload newclient-specific sets of control data to a database 124 maintained by theVoIP provider. For each incoming call, the VoIP provider can select theappropriate client-specific sets of control data. For instance, the VoIPprovider database can be organized by customer. Each customer might alsohave further organizational breakdowns relative to differentclient-specific sets of control data, such as by having differentclient-specific sets of control data for different branches, stores,countries, or combinations thereof.

The interface 216 can also be configured to allow client-specific setsof control data to be retrieved from a customer-managed location. Forinstance, the customer can provide a base set of client-specific controldata that includes a URI to a customer server. The customer server canthen provide client-specific sets of control data on an as needed basisfor each call. The client-specific sets of control data could be loadeddirectly from a customer database, or they might be dynamicallygenerated based upon data that is specific to the particular call (e.g.,the called party, the called party status, or the calling partyidentity), or to data from other inputs (e.g., a call queue status, astatus of network outages, or the like).

The call flow control logic 214 can parse and execute theclient-specific sets of control data while providing a controlled accessto the functions of the call processing engine 212. According toembodiments of the present disclosure, client-specific sets of controldata can be associated with a particular extension account (or group ofextension accounts) and can be invoked when there is an incoming callrouted to the extension account. The call processing engine 212 candetermine whether or not the client-specific sets of control data optionhas been enabled for the extension account. If enabled, the call flowcontrol logic 214 can be called. Consistent with various embodiments ofthe present disclosure, the call flow control logic 214 and the callrouting logic 206 are each implemented as plugin applications thatinterface with the call control engine according to their respectiveparameters, written in the respective high-level programming languagesdescribed herein.

In certain embodiments, the call processing engine 212 can have thecapability to provide feedback to the call control switch 204. Forexample, client-specific sets of control data for a particular accountmay specify a condition that, if satisfied, routes a call to a differentbranch office. The call processing engine 212 is configurable, using oneor more sets of client-specific control data, to provide an indicationof a new call route decision as feedback to the call control switch 204.The call control switch 204 can respond by overriding the prior callrouting decision and rerouting the call. The corresponding routingdecision may then go to a different call processing engine 212, whichcan handle the call according to a different set of client-specificcontrol data or the previously-used set of client-specific control datausing different data to drive the call processing and routing decisions.

Consistent with various embodiments, outbound calls, or callsoriginating from VoIP devices supported by the call control engine 202and the corresponding PaaS implementation, can be routed usingclient-specific sets of control data and the call processing engine 212.

FIG. 3 is a block diagram showing the use of a hierarchy of programmablelanguage documents, consistent with embodiments of the presentdisclosure. Call control engine 304 can provide call flow control androuting in a manner that can be consistent with discussions found hereinand relating to call control engines, VoIP servers, and the otherfigures. Consistent with various embodiments, the call control engine304 is an iPBX that is part of a VoIP PaaS. For instance, the iPBX canbe configured using Java-based applications that manage voice over IP(VoIP) networks. The iPBX can be hosted by a VoIP service provider andlocated at one or more data centers. Various iPBX features can beprovided, such as call forwarding, remote pickup, call routing, andvoice mail.

Consistent with various embodiments, customers of a VoIP provider canuse the VoIP PaaS by generating documents written in a high-levelprogrammable language. The documents specify how the customer would likecall intercept to be handled for both inbound and outbound calls. Forinstance, a client-specific sets of control data 308 can be associatedwith an extension account 306, or with groups of extension accounts. Theextension accounts 306 can represent a specific individual and theirassociated extension number(s). Client-specific sets of control data 308that are configured in this manner will be invoked by the call controlengine 304 after an incoming call is routed to an extension that hascapabilities enabled to receive control data written in the high-levelprogramming language. Client-specific sets of control data can also beused for call flow processing of outbound calls. The client-specificsets of control data may provide logic for sophisticated call flowfunctions for outbound calls. For example, messages (e.g. text messagesand email messages) can be automatically generated in response tooutgoing calls and restrictions can be placed on outbound calls basedupon factors such as time of day or call history. Another set ofclient-specific control data could implement auto attendants that areeach specific to particular routing decisions.

The call control engine 304 may also consult with call routers 314. Thecall routers can be programmed using set of instructions 318, and withJavaScript for dynamic data access and logic handling. The set ofinstructions 318 can be arranged in router xml hierarchy 316, which canspecify different sets of instructions 318 depending upon the branch oriPBX that is identified as corresponding to the call. Once the callrouter documents are loaded, they can be cached in memory and used bythe call control engine 304 to make a routing decision. When a call isrouted through the call control engine 304, the call control engine canconsult with high-level sets of instructions. The branch level can beidentified, for example, based on the branch Id of caller (for outboundcalls) or callee (for inbound calls). Delineations other than the branchare also possible, such as by the called country, the particular store,the state, or other. If a route result is not determined, the callcontrol engine 304 can also consult with PBX-level sets of instructionsto obtain routing decisions. Examples of a route result from a scriptare “Accept”, “Reject”, or “NewRoute.” Thus, the programmable callrouter module 314 provides the call control engine 304 with the abilityto handle call intercept/filter reject or re-route the call to adifferent target destination.

The call router module 314 can also interact with a client-specific setsof control data to handle sophisticated call flow scenarios where thecall routing is changed after the initial determination. For example,the client-specific sets of control data can include commands (e.g.,“reroute”) that the call control engine 304 uses to provide feedback tothe programmable call routers 314, which use set of instructions forinitial routing decisions. This might allow, as an example, a routingdecision based on the set of instructions provided by the VoIP providerto be overridden by the client-specific sets of control data.

According to particular embodiments, the programmable call routers(using set of instructions provided by the VoIP provider) 314 can beviewed as plugins to the call control engine 304. The call routerplugins may have two levels—Branch and PBX levels. The call routersupports defined structures that specify how the PaaS can be utilized bya customer. For example, the sets of instructions provided by the VoIPprovider can define sets of conditional statements, data accessrequests, and call routing commands: if/else, condition, goto, log, var,script, query, data, accept, reject, route statements, or other similarcommands. In particular embodiments, the sets of instructions providedby the VoIP provider can be considered a subset of client-specific setsof control data by containing a part, but not all, of theclient-specific sets of control data call flow commands. Thisdistinction can be useful for keeping the instructions provided by theVoIP provider light weight so that call routing decisions are simplifiedand efficient. More complex tasks, such as the use of media and advancedcall handling, can be handled using client-specific sets of controldata. Using such programmable call routes, a few example uses include:school district that generates SMS/Email notifications to parentswhenever an emergency number is dialed; off hour restriction of outboundcall with client-specific sets of control data; call center lockdown toprovide outbound dialing restriction for phones; computer initiateddialing with caller identification (ID) override based destinationdatabase table, and call return to target DID/agents; and implementationof a call black list (denying calls to/from the list) or white list(allowing calls to/from the list) with potentially large lists anddynamic updating capabilities.

Consistent with embodiments of the present disclosure, both the set ofinstructions and the client-specific sets of control data provide thecapability of handling dynamic data from multiple sources. Examples ofthese sources are depicted as application program interface servers 310,320 and databases 312, 322. The dynamic data can therefore be providedfrom a variety of sources including, but not necessarily limited to,call route session data (caller id, callee id, or route from/to), querycustom object (to a database) in the VoIP provider system/cloud, andaccess data through HTTP RESTful API. For instance, the set ofinstructions and/or the client-specific sets of control data can includea web resource that is identified by Uniform Resource Identifiers. Theweb resource might be a customer HTTP server that responds to aconditional query (e.g., whether or not a call queue is above athreshold) with client-specific sets of control data that instructs thecall control engine on how to route, or otherwise handle, the call.

FIG. 4 is a block diagram that shows multiple conceptual layers in acall control system, consistent with embodiments of the presentdisclosure. The depicted configuration shows three sources ofclient-specific sets of control data 402, 404, 406. The service logicexecuting environment 408 access and executes the client-specific setsof control data 402, 404, 406. The client-specific sets of control datacan be embedded as part of other call flow solutions (e.g., as part of aCTI solution), loaded locally from each of the call control servers 410or iPBXs, or loaded from a remote web application server 416 (e.g.,using with HTTP(s) protocol). The integration of the layers facilitatesthe ability of a developer to use the (iPBX) data model 412,provider-hosted database(s) 418, third-party application servers 416 andthird-party database(s) 418 to drive business and call flow logic and tointegrate telecommunication with other capabilities and services.

FIG. 5 is a block diagram showing interconnections to a call routingswitch, consistent with embodiments of the present disclosure. As aparticular, non-limiting example, an incoming call, from a telephonedevice 508, is received by the call control engine 510. The call controlengine 510 can use the call destination to invoke a proper VoIP callservices (e.g., CTI functionality), which in some instances can beprovided by a third party application server 502 through a VoIPprovider's API server 504. The client-specific sets of control data canbe embedded within the CTI service data. Alternatively, client-specificsets of control data can be loaded from a database 522, which might behosted by the VoIP provider as part of the PaaS solution. A third optionis for the client-specific sets of control data to be retrieved from acustomer database 516. For example, the client-specific sets of controldata could be retrieved using an HTTP connection to a web applicationserver 514. At the same time that the client-specific sets of controldata are retrieved, additional information can also be provided, such asaudio files 518, 526. The audio files could be used for variouspurposes, such as for implementing an auto attendant feature.

In various embodiments, a customer can use databases and other datasources that are offered by the VoIP provider without having directaccess to the data. Rather, the customer can use the client-specificsets of control data to generate queries that identify a data source anda conditional response based upon the query results. The call controlengine can carry out the conditional response based upon the results ofthe query without the customer every receiving, or otherwise havingaccess to, the data driving the conditional response. A particularexample might be a query to a call analytics database for the VoIPprovider. A customer could be given the limited, indirect access to thedatabase through client-specific sets of control data-driven querieswhile the VoIP provider maintains control over the proprietary contentsof the database. Moreover, the database might contain information aboutindividual callers that would raise privacy concerns.

In some instances, the customer can provide the data sources to the VoIPprovider and the call control engine without providing direct access tothe data. For example, the customer can specify, in client-specific setsof control data, a URI that points to a customer-provided server and anassociated query. The customer-provided server can execute, for example,a local script that may rely upon customer data. The script can generatea response in the form of client-specific sets of control data. The callcontrol engine can then carry out call routing, or other functions,based upon the response and without ever having direct access to thecustomer data.

In certain embodiments, the call control engine 510 can provide callprocessing information to a monitor server 512 (e.g., a remote webconsole-logger application). The call control engine 510 can thenexecute the client-specific sets of control data. In an exampleimplementation, the client-specific sets of control data might invokevarious other services, such as a text-to-speech application 506. Forexample, a client-specific sets of control data might specify that astring of text be converted to speech using a corresponding command(e.g., “<say>Hello, please hold.</say>”). The client-specific sets ofcontrol data can also request access to various other data sources, suchas iPBX data model 520 and a hosted data storage 522. Further, theclient-specific sets of control data can specify that an SMS/MMS textmessage be sent using XMSApp 524 or generate new calls (e.g., for callconferencing or call forking). The provided examples of capabilitiesusing client-specific sets of control data are not limiting.

FIG. 6 is a flow diagram for a call routed by a call control engine,consistent with embodiments of the present disclosure. At block 602 acall is initially received by a call control engine. The call controlengine then can apply an initial dial plan to route the call, per block608. Consistent with certain embodiments, the initial dial plan canindicate whether the call is routed within the VoIP provider's networkor to an external (SIP) address or telephone number. If the call isrouted externally, then the call control engine can implement post-callprocessing rules, per block 620. For instance, the call control enginecan perform loop detection to prevent call loop conditions for callrouting. The call control engine can then route the call to an SIP trunkor to particular endpoint devices, per block 622. If the call is notsuccessfully connected or answered, then the call control engine can beconfigured to check for client-specific sets of control data that mightspecify how to then handle the call, per block 624. If found, theclient-specific sets of control data can be parsed and processed, perblock 626. If none exist, ring-not-answered (RNA) forwarding rules orone number access (ONA) rules are then applied, per block 628.

If the call is internal, then the call processing engine checks whetherclient-specific sets of control data are enabled for the particulars ofthe call, per block 610. For example, client-specific sets of controldata can be enabled based upon the customer account associated with thecalled number (e.g., as indicated by the DID number or extension). Ifclient-specific sets of control data are not enabled, a route ruleengine can be invoked, per block 612. The call control engine nextdetermines whether or not there are any special call processing rules toimplement, per block 616. If not, then the call can be routed withoutfurther processing. If so, then the corresponding call processingrule(s) can be invoked, per block 618. The call processing rules mightinclude, for example, specialized routing rules that route the call todifferent destinations depending upon the status of an endpointspecified by called number. This might include call forwarding that isalways implemented, or that is implemented when a destination line isbusy or subject to a network outage that renders the correspondingendpoint device unreachable.

According to various embodiments of the present disclosure, the callcontrol engine can use client-specific sets of control data to controlthe processing of the call, per block 614. As discussed herein, thesource of the documents with the client-specific sets of control datacan vary according to the particular implementation.

Various blocks, modules or other circuits may be implemented to carryout one or more of the operations and activities described herein and/orshown in the figures. As examples, the Specification describes and/orillustrates aspects useful for implementing the claimed invention by wayof various circuits or circuitry using terms such as blocks, modules,device, system, unit, controller, and the like. In these contexts, a“block” (also sometimes “logic circuitry” or “module”) is a circuit thatcarries out one or more of these or related operations/activities (e.g.,a call control circuit). For example, in certain ones of theabove-discussed embodiments, one or more modules are discrete logiccircuits, computer processing circuits, or programmable logic circuitsconfigured and arranged for implementing these operations/activities, asin the blocks shown in the figures.

Similarly, it will be apparent that a server (e.g., providing acorresponding software platform) includes a computer processing circuitthat is configured to provide services to other circuit-based devices.Moreover, a (VoIP) endpoint device (or endpoint) includes acommunication circuit and (computer) processing circuits which areconfigured to establish (VoIP) communication sessions with otherendpoint devices (e.g., personal computers, IP-enabled mobile phones,and tablet computers). In certain embodiments, such a processing circuitis one or more computer processing circuits programmed to execute a set(or sets) of instructions (and/or configuration data). The instructions(and/or configuration data) can be in the form of software stored in andaccessible from a memory circuit, and where such circuits are directlyassociated with one or more algorithms (or processes), the activitiespertaining to such algorithms are not necessarily limited to thespecific flows such as shown in the flow charts illustrated in thefigures (e.g., where a circuit is programmed to perform the relatedsteps, functions, operations, activities, etc., the flow charts aremerely specific detailed examples). The skilled artisan would alsoappreciate that different (e.g., first and second) modules can include acombination of a central processing unit (CPU) hardware-based circuitryand a set of computer-executable instructions, in which the first moduleincludes a first CPU hardware circuit with one set of instructions andthe second module includes a second CPU hardware circuit with anotherset of instructions.

Certain embodiments are directed to a computer program product (e.g.,nonvolatile memory device), which includes a machine orcomputer-readable medium having stored thereon, instructions which maybe executed by a computer (or other electronic device) that includes acomputer processor circuit to perform these operations/activities. Forexample, these instructions reflect activities or data flows as may beexemplified in figures, flow charts, and the detailed description.

Based upon the above discussion and illustrations, those skilled in theart will readily recognize that various modifications and changes may bemade to the various embodiments without strictly following the exemplaryembodiments and applications illustrated and described herein. Forexample, although aspects and features may in some cases be described inindividual figures, it will be appreciated that features from one figurecan be combined with features of another figure even though thecombination is not explicitly shown or explicitly described as acombination. Such modifications do not depart from the true spirit andscope of various aspects of the disclosure, including aspects set forthin the claims.

What is claimed is:
 1. A system including a data-communications serveroperable by a data-communications provider to provide datacommunications services to respective client entities, the respectiveclient entities having respectively associated client-specific computercircuitries for communicating with the data-communications server, thesystem further comprising: call flow circuitry, coupled to thedata-communications server, to receive respective first sets of scriptsfrom corresponding ones of the client-specific computer circuitries,wherein each of the first sets of scripts has call flow instructionswritten in a programming language, is provided over a broadband networkon behalf of a corresponding one of the respective client entities, andindicates a flow for calls according to the respective datacommunications services to be provided for the respective client entity;and computer processor circuitry, coupled to the call flow circuitry andthe data-communications server, to: identify, in response to receivedcalls from endpoint devices, a second set of scripts having instructionswritten in a related programming language, wherein the second set ofscripts includes call routing commands for designating a specific set ofthe respective data communications services for which the received callsare associated and provided by the data-communications provider; andexecute the first and second sets of scripts to control, in response tothe data, call flow and call routing for the received calls according tothe respective data communications services to be provided for therespective client entity, the call routing commands and the call flowinstructions.
 2. The system of claim 1, further including adata-communications provider database including client-specific sets ofcontrol data specified by the call flow instructions associated with therespective client entity.
 3. The system of claim 1, wherein thedata-communications server is to provide an interface for updating therespective first sets of scripts including the call flow instructionsprovided on behalf of the respective client entity and without allowingthe respective client entity access to the call routing commands,thereby preventing the respective client entity from changing the callrouting commands through the respective first sets of scripts.
 4. Thesystem of claim 1, wherein the server is to respond to instructionsspecified in one of the first sets of scripts, by generating databasequeries to a database associated with the respective client entity ofthe data-communications provider.
 5. The system of claim 4, wherein thedatabase queries are conditional queries and the data-communicationsserver is to provide call control functionality in response to receivedconditional responses to the queries and without direct access toprivate data stored by the client entity.
 6. The system of claim 1,wherein the programming languages are related to one another in that oneof the programming languages is a subset of the other of the programminglanguages, and one of the programming languages has capacity to providemore levels or aspects of call routing and processing.
 7. The system ofclaim 1, further including logic circuitry having an interface forupdating, while the data-communications server continues to receive thecalls, another of the first set of scripts with call flow instructionsor with call routing commands.
 8. The system of claim 1, furtherincluding a data-communications provider database and including logiccircuitry which is to: provide a clientele-directed interface forupdating another of the first set of scripts with call flow instructionsor with call routing commands; and allow the respective client entity toupdate the first set of scripts by uploading files to thedata-communications provider database.
 9. The system of claim 1, whereinthe programming languages are related to one another in that one of theprogramming languages is more capable of providing additional levels oraspects of call routing and call processing.
 10. The system of claim 1,wherein the call routing for the received calls is associated with arouting decision to identify an account of the respective client entityand a level of the first set of scripts based upon the account, whereinthe level of the first set of scripts specifies information associatedwith at least one of: complexity of media functionality associated withthe respective client entity; and evolving demands associated with orexpected by the respective client entity.
 11. The system of claim 1,wherein the computer processing circuitry is to facilitate scalabilityof the system for the respective client entities in terms of therespective client entities being: of different volumes of associatedendpoint devices and/or end-users; and/or of different complexorganizational structures that have corresponding complex call routingrequirements.
 12. The system of claim 1, wherein the call routing forthe received calls is associated with a routing decision to identify aparticular store of a customer of the data-communications provider. 13.The system of claim 1, wherein one of the programming languages includescommands that override routing decisions corresponding to execution ofthe call routing commands.
 14. The system of claim 1, further includingthe client-specific computer circuitry, wherein each of theclient-specific computer circuitry is to communicate with thedata-communications server via the broadband network.
 15. A method foruse in a system having a data-communications server operable by adata-communications provider to provide data communications services torespective client entities, the respective client entities havingrespectively associated client-specific computer circuitries forcommunicating with the data-communications server, the methodcomprising: receiving, via call flow circuitry that is coupled to thedata-communications server, respective first sets of scripts fromcorresponding ones of the client-specific computer circuitries, whereineach of the first sets of scripts has call flow instructions written ina programming language, is provided over a broadband network on behalfof a corresponding one of the respective client entities, and indicatesa flow for calls according to the respective data communicationsservices to be provided for the respective client entity; and viacomputer processor circuitry, coupled to the call flow circuitry and thedata-communications server: identifying, in response to received callsfrom endpoint devices, a second set of scripts having instructionswritten in a related programming language, wherein the second set ofscripts includes call routing commands for designating a specific set ofthe respective data communications services for which the received callsare associated and provided by the data-communications provider; andexecuting the first and second sets of scripts to control, in responseto the data, call flow and call routing for the received calls accordingto the respective data communications services to be provided for therespective client entity, the call routing commands and the call flowinstructions.
 16. The method of claim 15, wherein the call routing forthe received calls is associated with a routing decision to thatidentifies a particular store of the respective client entity.
 17. Themethod of claim 15, wherein the second set of scripts is to specify callattendant functions for the respective client entity.
 18. The method ofclaim 15, wherein the first and second programming languages are each anextensible markup language, and wherein the second programming languageincludes commands that override the routing decisions corresponding toexecution of the first set of scripts.
 19. The method of claim 15,wherein routing-decision information and call-processing data arespecific to needs of the respective client entity; and further includingthe server generating, in response to the calls, generatingdata/call-routing commands based on one of the programming languages,using data/call-routing commands received via certain of the calls atthe server to effect changes or updates of the routing-decisioninformation and call-processing data, wherein the changes or updates ofthe routing-decision information and call-processing data are alsospecific to needs of the respective client entity.
 20. A storage deviceincluding instructions which, in response to being executed by computercircuitry, causes a set of steps to be performed as follows: receiving,via call flow circuitry that is coupled to a data-communications server,respective first sets of scripts from corresponding ones ofclient-specific computer circuitries, wherein each of the first sets ofscripts has call flow instructions written in a programming language, isprovided over a broadband network on behalf of a corresponding one ofrespective client entities, and indicates a flow for calls according torespective data communications services to be provided for a respectiveclient entity, via respectively associated client-specific computercircuitries, from among a plurality of client entities; and via computerprocessor circuitry, coupled to the call flow circuitry and thedata-communications server: identifying, in response to received callsfrom endpoint devices, a second set of scripts having instructionswritten in a related programming language, wherein the second set ofscripts includes call routing commands for designating a specific set ofthe respective data communications services involving the receivedcalls; and executing the first and second sets of scripts to control, inresponse to the data, call flow and call routing for the received callsaccording to the respective data communications services to be providedfor the respective client entity, the call routing commands and the callflow instructions.